Claims Advisor

4 weeks ago


Reading, Reading, United Kingdom Thames Water Full time
Job Description

We are seeking a highly skilled Claims Advisor to join our Operations Customer Relations Team. As a Claims Advisor, you will be responsible for handling written and telephone contacts from customers who wish to make a claim against Thames Water.

Key Responsibilities
  • Manage your own caseload of customer cases from beginning through to resolution.
  • Investigate various systems used by other areas of the business.
  • Negotiate with stakeholders to achieve the right outcome for the customer and the company.
  • Escalate claims to senior stakeholders to challenge decisions which you believe are wrong.
  • Liaise with our Insurance and Legal teams.
  • Handle inbound and outbound telephone calls.
  • Receive quality monitoring, coaching and feedback.
Requirements
  • Excellent investigation skills.
  • Confidence to deliver a denial to a customer and handle the conversation effectively and professionally.
  • Outstanding communication skills, with the ability to communicate with customers and internal and external senior stakeholders.
  • Excellent organisational and prioritisation skills.
  • Outstanding written skills, with the ability to create a professional letter in various styles.
  • Negotiation skills to communicate with both internal and external senior stakeholders to resolve claims.
  • IT literate, and able to use MS Office, email and other company software effectively.
  • Ability to work under pressure to meet demanding targets and timescales.
  • Flexible and positive to ever changing customer and business needs.
  • Team player.
  • Willing and able to learn new software, skills and processes as required.
What We Offer
  • A starting salary of £22,524 and up to £28,000 depending on skills and experience.
  • 24 days holiday per year increasing to 28 with the length of service.
  • Contributory pension.
  • Personal Medical Assessments – Open to all once a year.
  • Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

At Thames Water, our purpose is to deliver life's essential service so our customers, communities and planet can thrive. We are committed to taking care of water for us all, and we need a range of skills and capabilities to help us succeed.


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